November 23rd, 2015
This Thanksgiving, many will spend some time reflecting on all of the things they have to be thankful for: their families and friends, their good health—the lists go on. But, one thing we’re unlikely to put on these lists are ...
October 27th, 2015
Healthcare leaders know that the patient experience (PX) matters—to patients, to providers, and to the bottom line. Face it; most providers chose healthcare as a career because they are mission driven; they are committed to helping others. Patients, of course, ...
September 23rd, 2015
Three Steps to Getting Your Patient Experience Plan on Track
As hospitals and other healthcare organizations continue to focus on the patient experience (PX), healthcare leaders are frequently in search of the “next new idea” that will push their patient satisfaction ...
August 19th, 2015
There are ample changes impacting the healthcare industry these days, but one thing remains constant: the need to provide exceptional patient experiences. In fact, that need is stronger than ever before, in this environment, as hospitals struggle to control costs ...
July 16th, 2015
Hurry Up and Change this 100 Year-Old Hospital
There’s a new role emerging in hospitals and health systems around the country: the Patient Experience Professional (PXP). That title varies from organization to organization and may be classified as a manager, coordinator, ...
July 16th, 2015
There has been increasing talk about innovation in healthcare over the past few years. Healthcare needs a more human-centered design in order to serve our patients and become more efficient. Authors Tom Kelley and his brother David, founders of IDEO, ...
June 16th, 2015
Our medical mystery shopping work for hospitals and medical practices around the country has yielded some eye-opening insights, for both us and our clients. Foundationally, for any organization, it’s virtually impossible to understand the customer experience from the inside; they’re simply too ...
May 14th, 2015
Don’t let the title of this book by John Koster, M.D., Gary Bisbee, Ph.D., and Ram Charan fool you. While the book is about the shifting healthcare landscape and the need to truly personalize the care experience, it also very ...
May 14th, 2015
In April, the Centers for Medicare and Medicaid Services (CMS) released the 5-star rating system for patient satisfaction. It’s a simplified approach to reporting The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) in a way that will, hopefully, ...
April 21st, 2015
March Madness is behind us, but after such an exciting season and stellar performance by my alma mater, the Wisconsin Badgers, who thrilled fans with both their personalities and their performance this year—the phrase “triple threat” is still top of ...